As a Service Manager for Situation Management at Novo Nordisk Global Business Services (GBS) India, your role will involve leading critical IT incident response to ensure that millions of patients receive life-saving treatments without disruption. You will be responsible for chairing crisis calls, driving systematic troubleshooting, and ensuring the swift restoration of critical systems. Additionally, you will collaborate with vendors, line of business customers, and management teams to contribute to the ongoing development and optimization of operational stability.

• *Key Responsibilities:**
- Leading and facilitating all investigation activities, meetings, and conference calls for major, critical, and high-priority incidents using the Systematic Troubleshooting approach
- Acting as the first point of contact for critical IT issues across the organization, creating and managing communication bridges during all outages
- Serving as the Single Point of Contact (SPOC) for operational alignment between GBS and HQ SIMA Team, maintaining task overview across all SIMA activities and ensuring deadlines are met
- Challenging and managing vendor teams to accelerate the resolution of major and critical incidents, and negotiating solutions within the assigned budget
- Driving process improvement initiatives and contributing to product development within the operating model
- Managing the end-to-end service lifecycle of Crisis Communication Tools, including stakeholder management, budget, licenses, and system documentation
- Working in a 24x7 dynamic setup with a combination of shift and on-call model to ensure round-the-clock coverage

In the Infrastructure & Information Security department at Novo Nordisk, you will be part of a business area that drives impact across the full Novo Nordisk value chain. The focus is on ensuring the highest quality for patients, being a trusted tech leader, and maintaining an environmentally responsible business. Within Operational Excellence GBS, the team powers and protects Novo Nordisks digital backbone, delivering core infrastructure and end-user services worldwide.

• *Your Skills & Qualifications:**
- 10+ years of hands-on experience as a Major Incident Manager with a proven track record in handling critical IT incidents
- 6+ years of experience in IT System/Service Management, including end-to-end lifecycle management
- Master's or bachelors degree in computer science, Software Engineering, or a comparable IT-related field (or equivalent job experience)
- Experience in Disaster Recovery and Major Incident Handling within a global, multi-vendor environment
- Excellent knowledge and practical experience with ITIL processes, Service Now (including reporting skills), and Problem/Change Management
- Strong leadership attributes with the ability to manage communication with senior leadership and challenging stakeholders at various organizational levels
- Experience managing vendor contracts, procurement processes, and budget management
- Exceptional communication skills in English (written and spoken), with the ability to drive global meetings and deliver training across departments
- Proven ability to work under high pressure with multiple concurrent IT issues, strong analytical skills, and a self-managed approach with personal drive

At Novo Nordisk, you will have the opportunity to work in a challenging role that directly impacts the infrastructure delivering life-changing treatments to patients worldwide. The company values technical excellence and human connection, offering a culture of diversity, shared purpose, and mutual respect. Your career growth and work-life balance are prioritized, with benefits designed to support your personal and professional development.

If you believe you meet the qualifications for this role and are ready to take on the challenge, please submit your motivation letter, CV, and relevant documentation via the online application tool by the deadline of 23 March 2026. Novo Nordisk is committed to an inclusive recruitment process and equality of opportunity for all job applicants. As a Service Manager for Situation Management at Novo Nordisk Global Business Services (GBS) India, your role will involve leading critical IT incident response to ensure that millions of patients receive life-saving treatments without disruption. You will be responsible for chairing crisis calls, driving systematic troubleshooting, and ensuring the swift restoration of critical systems. Additionally, you will collaborate with vendors, line of business customers, and management teams to contribute to the ongoing development and optimization of operational stability.

• *Key Responsibilities:**

- Leading and facilitating all investigation activities, meetings, and conference calls for major, critical, and high-priority incidents using the Systematic Troubleshooting approach
- Acting as the first point of contact for critical IT issues across the organization, creating and managin